Employment Type: Full time - Permanent

Airports Council International (ACI) is the only global trade representative of the world’s airports. Established in 1991, ACI represents airports interests with Governments and international organizations such as ICAO, develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the world.

The ideal candidate:

  • Possesses superior project management skills to plan and manage operational processes
  • Excels in customer support
  • Possesses excellent organizational skills to manage, track and prioritize multiple tasks and deadlines
  • Is rigorous, detailed and process oriented
  • Is tech-savvy: ability to work with digital tools and new IT environment
  • Represents the ACI World values of Integrity, Member Focus, Professionalism and Teamwork

The location

The position is based in Montreal, the world’s international hub for organizations involved in aerospace and aviation. It offers candidates a unique opportunity to work in a global environment and contribute to the delivery of ASQ products and services through the best customer support operational task management. Remote working days are possible as per company policy.

About this opportunity:

ACI’s Airport Service Quality (ASQ) is the world-renowned and globally established benchmarking program measuring passengers’ satisfaction whilst they are travelling through an airport.

The Assistant Manager, Program Operations coordinates the workload of the operations unit of various ASQ customer experience programs by planning and tracking operational activities, and delivering the products and services in time, on budget and within the quality requirements.

Primary responsibilities:

  • Contribute to the planning of operational activities to ensure that the task execution meets all ASQ programs deadlines and requirements.
  • Participate to the overall group prioritization of operations projects, tasks, and priorities.
  • Work with the operations coordinator(s) to ensure priorities are met and all tasks are delivered in time and on budget.
  • Plan and execute the programs according to the guidelines and expectations.
  • Provide training on various ASQ programs in either face to face meetings or via webinars.
  • Quality assure all steps of the data collection process, and the delivery of market research services.
  • Communicate and collaborate with ACI ASQ member airports worldwide to support the day-to-day information requests to reach the highest possible level of customer satisfaction.
  • Oversee the ACI ASQ support system by making sure all requests are dispatched and answered.
  • Lead the operations communication calendar and work with the operations coordinator(s) to ensure content and visuals meet the high-quality standards.
  • Facilitate efforts across Research, Quality Control, and Operations to ensure all deliverables are ready on time.
  • Work with external vendors to ensure researches are completed on scope and budget.
  • Understand operational functions of digital tools used in the ASQ program and work with external vendors to ensure tools are accessible and operational at all times.
  • Participate to Subcommittee meetings and any other webinars, presentations or events as part of a continuing education service to members.
  • Participate to the improvement of the tools used internally to provide customer support.
  • Teamwork: Establish and maintain good working relationships and collaborative approach with the ASQ team and other ACI staff members.
  • Other duties as assigned.

Qualifications and requirements

  • University degree in administration, project management, supply chain management or related discipline.
  • Experience: minimum 4-6 years in project/operations management or related field.
  • Minimum 4 years experience in customer support and direct client relations / interactions.
  • Superior project management skills and ability to manage multiple projects in parallel. Experience with project management tools (e.g. Trello) is an asset.
  • Excellent organizational skills to support in planning the overall operations workload. Handle and prioritize multiple tasks as required.
  • Excellent presentation, written, and spoken English skills: ability to communicate in a welcoming, effective and dynamic manner. Knowledge of other languages is an asset.
  • Ability to work in a service-orientated culture, delivering excellent service levels to ACI members.
  • Excellent office computer skills (Microsoft Office).
  • Exceptional attention to detail and time management skills.
  • Positive attitude and demonstrate ability to be proactive, resourceful, adaptable, solution-focused, and professional at all times.
  • Experience in satisfaction surveys is an asset.


Should this position interest you, please send your resume and cover letter (including salary expectations) to jobs@aci.aero. Applicants may undergo testing through written examinations.